d

2. High
Impact on Top Line
Low
Low
Impact on Bottom Line
High

3. Drivers of Integration and Their Impact
High
3
Impact on bottom Line
1
2
2
Low
Impact on top Line
3
4
4
Low
1
High
Finding top 10 %tile customer based on ARPU
Finding the revenue driver i.e. voice, data, messaging, VAS
on ARPU
Finding top 10 %tile customer based on ARPU
Finding top 10 %tile customer based on ARPU

4. Real-time Integration with online medium
• Reaching out to customer through Facebook, twitter and other online
forums
• Communicating about new products and offering through social
media

5. • Use BI to find when a customer is about to defect on the basis of
usage and

6. Identify cause of
defection
Create processes to
act on the causes
Provide immediate
grievance
Readdrasal

7. Churn Rate : Possible cause and solution
Poor CRM
Bad service
Pricing
Product Mismatch
• Direct no to talk to
customer care
• Take monthly
feedback from
customer
• Customer
engagement through
online media
• Investment in
infrastructure
• Alliance with other
partner to increase
bandwidth or
coverage area
• Add new feature to
product bundle so
that customer can
rationalize the
product
• Create bundled
product to match
customer
requirement
• Innovate new
product